Please respond and keep client in the loop

If you are a client of a company for many years you deserve some form of better service which is what I expected from Old Mutual. I have an investment policy that I took 10 year ago and the cessation date was 16 September 2015. This has been under discussion between me and my financial advisor since the beginning of the year--this guy has been VERY good to me for 10 years now. On 21 September 2015 I met with him to review my portfolio which we do annually. We completed forms for my disinvestment of the 10 year investment and replacing it with a new one. One Michele Dromgoole (Admin at Document Admin) has indicated that I cannot have the money as my policy is within a restriction period. This is despite a letter OM sent to me in June 2015 stating that I \will enjoy unlimited access to your full investment fund value."Now its 10 days since the application and no word from OM head office. Not sure how one deals with such treatment that has been meted to me and my financial advisor. I actually nearly cancelled most of the products I have with OM because I am ****ed off. Now no one is responding to my financial advisor despite numerous follow ups."""